Nothing continues to aggravate me more and I encounter this nearly every day - at the supermarket, take-away counter, the bank or at a hotel, to name but a few businesses, small and large that deliver very little, if any read more...
In an age when a customer’s unhappy experience with a company can go viral mere minutes after it occurred – and when customers regularly take to the Internet to publicize their great and not-so-great experiences – you understand the importance read more...
As a frequent business traveler, I encounter my share of gaps in service that I need to bring to the attention of the staff of hotels, airlines, and rental car providers. On top of that, my ears are always open read more...
Facial recognition and a ‘journey pass’ stored on passengers’ phones are part of UN-backed plans to digitise air transport
The days of fumbling around for your boarding pass or frantically checking in for a flight on the way to the airport read more...
“To make tourism grow or increase at a faster rate than usual or to make it much more effective?”
As the country grapples on growing the economy from where it was a couple of years ago, all the stats show tourism will play a leading role for that growth to read more...
Customer service must be profitable
A few years ago, I was asked to give a quote for an article to answer this question: What is your favorite customer service metric and why? When the article came out, the great majority of read more...
In the hotel business, operational complexity and high transaction volumes create fertile ground for financial missteps. From front desk transactions and night audits to food and beverage operations and procurement, the potential for error or misconduct is significant. Solid internal read more...
“They buy it for comfort. Always show how what you’re selling improves their life. Features are facts; benefits are feelings.”
“Spanish Theme Dinner, an enchanting culinary journey, will be held at hotel XYZ on every Thursday evening this month. Indulge your read more...
Civility is dead. Here's how to navigate the new normal in the sky.
On a recent flight from Dublin to Istanbul, I heard the unmistakable soundtrack to the kids' TV show Bob the Builder blasting through my noise-canceling earbuds.
That's funny, I thought. My read more...
Outsourcing has become a key strategy for many businesses seeking to streamline operations and cut costs. However, the pursuit of these benefits can often lead to a delicate balancing act between risk and reward in reputation management.
The company, from which read more...
Westin Hotels & Resorts is partnering with the celebrity’s lifestyle brand Goop on a video series that will give hotel guests insights on sleep quality and overall wellness.
Marriott International’s Westin Hotels & Resorts brand has partnered with Gwyneth Paltrow’s lifestyle brand read more...
229,298 tourists arrived in the country in March 2025. This represents a 9.1 percent growth from a year ago.
India remained the top source market, contributing 17.1% of total arrivals for the month with 39,212 visitors. Russia with 29,177 arrivals took read more...
